Transforming a fragmented user journey into a cohesive, 5-star digital experience for millions of Canadians.
I led the Mobile UX team to overhaul the Canada Post digital experience. By aligning competing roadmaps across a massive enterprise, we transitioned a confusing, inconsistent mobile application into a unified, future-proof platform.
This initiative required maneuvering through a highly complex corporate structure. I managed the collaboration of dozens of Product Owners, fellow UX Managers, Designers, Developers, and executive stakeholders. The ultimate challenge — and triumph — was harmonizing competing roadmaps and distinct departmental visions into a single, cohesive 3-year digital consumer vision.
We refused to rely on assumptions. My team conducted rigorous qualitative and quantitative UX research to pinpoint exactly where users were abandoning flows. We iteratively validated our proposed navigation models with real users, ensuring every decision was backed by data.
“The mandate wasn't to design a prettier app — it was to harmonize a decade of competing institutional decisions into a single experience users could trust.”
The legacy mobile apps suffered from severe inconsistencies across iOS and Android — users navigated a maze of unclear patterns, disjointed components, and buried menus. We isolated three concrete frictions that the design system had to resolve.
Planned services over the next 2 years required changes to navigation that the existing structure simply couldn't carry — visibility was too shallow and too rigid.
This page offered no organization or scalability for discovery or ease of access — anything that didn't fit elsewhere ended up in a long, undifferentiated stack.
The action app bar should serve as a consistent, easily-accessible location for common actions and controls. Today, placement, size, and appearance of buttons, icons and other elements all drift screen-to-screen.
Consistency in this layout is how users recognize and trust familiar controls.
We translated the friction points into concrete design moves — each anchored in a shared component vocabulary and rolled out incrementally across iOS and Android.
A UX element at the bottom of the screen that surfaces a set of actionable options — letting users perform context-specific actions without leaving their current page.
Established new design patterns and conventions for the placement and behavior of the top action bar across all Canada Post apps. Users carry strong expectations into mobile experiences — consistency here is what makes the rest feel familiar.
Incorporating more tracking events into mobile-app navigation lets the team gather concrete data and insights about how users actually move through the apps.
With more events in place, we could understand behavior, identify pain points, and make data-driven decisions to refine priority and hierarchy across components and quick links.
At a national scale, assumptions are costly. I partnered closely with the UX Research team to validate our proposed navigation models with real users before writing a single line of code. By evaluating quantitative performance and capturing nuanced user behaviors, we transformed subjective design debates into an evidence-based roadmap — mitigating rollout risk and ensuring seamless adoption.
Shipped incrementally from Q1 2023 through a 2024+ vision — every release built on the last, so users could absorb each change while we gathered concrete data, monitored adoption, and mitigated implementation risk.
By replacing confusion with clarity, user satisfaction skyrocketed while seamlessly paving the way for Canada Post's next generation of digital services.
